As a key member of the Customer Experience (CX) leadership team, the Director/Senior Director of Scaled Technical Success will be an architect and owner of our scaled and pooled customer engagement strategy. This is a unique opportunity to build and mentor a global team, architect a digital-first success model, and take direct ownership of customer retention for a vital and growing segment of our business. If you are passionate about driving customer value at scale and thrive on building programs that produce measurable results, we want to hear from you.
What You’ll Do:Lead, Mentor, and Inspire: Build and develop a high-performing, global team of Scaled Technical Success Managers, fostering a culture of excellence, curiosity, and customer-centricity.
Architect the Scaled Strategy: Design, execute, and refine the global strategy for scaled customer success, developing data-driven playbooks and digital engagements.
Own Business Outcomes: Take full ownership of the gross and net retention targets for the scaled customer segment, and implement and monitor key performance indicators (KPIs) to drive continuous improvement.
Drive Cross-Functional Alignment: Serve as a key leader on the CX team, partnering closely with Sales, Product, Engineering, and Support leadership to ensure a seamless customer journey.
Implement Operational Excellence: Establish a robust operational model based on data analytics to identify trends, predict risks, and trigger proactive, automated, and human-led interventions at scale.
Be the Voice of the Customer: Synthesize feedback and insights to provide a unified voice to the Product and Engineering teams, influencing the product roadmap and corporate strategy.
Proven Leadership: 10+ years of experience in customer-facing roles (e.g., Customer Success, Solutions Engineering), with at least 5+ years of direct people management experience in a fast-paced, global tech environment.
Scaled Success Expertise: Demonstrated experience building or leading a scaled, one-to-many, or digital-led customer success program.
Strategic Vision & Execution: A proven ability to develop a strategic vision and translate it into an actionable plan with measurable results.
Operational Rigor: Strong analytical skills and experience using data and CS platforms (e.g., Gainsight, Catalyst) to drive decisions, manage team performance, and report on business outcomes.
Business Acumen: Deep understanding of SaaS business models, customer lifecycle management, and key metrics (GRR, NRR, Churn).
Domain Knowledge: A passion for technology and familiarity with the developer ecosystem, DevOps, and Application Security principles.
Have experience building a scaled success program from the ground up.
Bring hands-on experience with Application Security programs or hold relevant security certifications (e.g., CISSP, CISM, Security+).
Possess a strong background working directly with sales organizations to co-own customer segments and revenue goals.
Have a deep-seated curiosity that drives you to understand how technology works.
Be unafraid and fearless in engaging customers, understanding pain, and making changes to improve the customer experience.
We care deeply about the warm, inclusive environment we’ve created and we value diversity – we welcome applications from those typically underrepresented in tech. If you like the sound of this role but are not totally sure whether you’re the right person, do apply anyway!
About Snyk
Snyk is committed to creating an inclusive and engaging environment where our employees can thrive as we rally behind our common mission to make the digital world a safer place. From Snyk employee resource groups, to global benefits that help our employees prioritize their health, wellness, financial security, and a work/life blend, we aim to support our employees along their entire journeys here at Snyk.
Benefits & Programs
- Prioritize health, wellness, financial security, and life balance with programs tailored to your location and role.
- Flexible working hours, work-from home allowances, in-office perks, and time off for learning and self development
- Generous vacation and wellness time off, country-specific holidays, and 100% paid parental leave for all caregivers
- Health benefits, employee assistance plans, and annual wellness allowance
- Country-specific life insurance, disability benefits, and retirement/pension programs, plus mobile phone and education allowances
Top Skills
Snyk Ottawa, Ontario, CAN Office
Snyk Ottawa Office
The Collaboration Centre (TCC) 150 Elgin Street, 8th Floor, Ottawa, ON, Canada, K2P 1L4
